How to Get Your Team On Board with AI (What Actually Works)
If you’re introducing or deepening AI’s involvement with your customer service employees, you’re probably running into some hesitation with AI adoption. And honestly, that hesitation makes sense. They are asking themselves: Is this going to make my job harder? Replace...
3 Contact Center Trends Few Saw Coming
The headlines are screaming lots of messages. But what’s actually happening in contact centers? And what do leaders need to be paying attention to now? Here are three important trends that few saw coming. 1. Workloads in most contact centers are growing. This is the...
CX Transformation Success Principles
Customer experience transformation is characterized by continuous improvement and change. However, as a discipline, CX isn’t defined by a single methodology that guides all activities. Far from it. Talk to 10 experienced practitioners and each will each share their...
Powerful Lessons in Innovation
Recently, I got to live out a lifelong dream of mine. The experience taught me some unexpected and powerful lessons on innovation and quality. The innovation that occurred in the life of the Spitfire was dramatic: over 24 variants produced in only 10 years! How...